Customer Relationship Management (CRM) – What’s it all about?

What it is:
• It is both sales and service related.
• It is simply a strategy to stay in touch with your customers, be proactive, and show you care about each customer individually.
• It is used by sales, service, and front line people to document and track interactions.

CRM is building mutually beneficial long-term relationships with strategically significant customers. What determines the strength of the relationship is TRUST and VALUE; TRUST to rely on the ability, integrity, and motivation of a company to serve customer needs; VALUE that the company will satisfy the customer needs at a greater benefit than competitors.

In addition to trust and value, CRM helps you to:
• Understand customer needs and problems
• Meet their commitments
• Provide superior after sales support
• Make sure the customer is always told the truth
• Have a passionate interest in establishing and retaining long-term relationships

Use the Pareto Rule to focus efforts (20% of customers generate 80% of revenues).•

Top 20% of customers – KEEP AND FOCUS! (Must keep them at all costs)
• Middle 60% – NURTURE! (Focus on moving them to top 20%)
• Bottom 20% – THINK ABOUT IT! (How much effort are they worth?)

Whether you use a software CRM system or index cards and calendar, start doing CRM today.

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About TDS Business

TDS Telecom. is the 7th largest telecom provider in the U.S., and our parent company is Telephone and Data Systems Inc. Of course, we have a few cool sister companies too, like U.S. Cellular and OneNeck® IT Solutions. Bottom-line: At TDS it’s our job to connect people at home and at work. We connect people nationwide, in rural communities and metro areas alike. We connect people running big businesses, start-ups, and even at- home teleworkers with Internet, phone, data, and TV services.